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How to use Service Desk for different subsidiaries and service teams

Dear all,

we are thinking about buying JIRA and Serive Desk, but we are not sure about following constellation:

 

  • We produce a Software product in Germany and Support different subsidiaries
  • For german customers, we are the 1st Level Support. We would use one Service Desk Projekt for that.
  • Our american Team is the 1st Level Support in North America. When they are not able to solve a ticket by themselves, they should send this to the german Team, which would be the 2nd Level Support for USA.

 

How can be built this up? One JIRA instance worldwide, one per country?

How could the US Team "send" us tickets to our Service Desk and our answer will be automatically send to them?

 

thank you very much for your help,
Markus 

1 answer

Just a suggestion. If you use the same JIRA instance but 2 separate projects (1 for German team and 1 for USA team) then when USA team can not resolve their ticket independently they can open new ticket in your project and link it to their ticket as dependency. Then they can monitor the linked ticket status and comments and resolve their ticket when dependency is resolved.

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